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If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.

With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses (https://www.idexcorp.com/our-businesses/business-segments/) around the globe, chances are, we have something special for you.

BUSINESS OVERVIEW

The Customer Experience Specialist position will be located at the Linthicum, MD US Valve site. Established in 1999 out of the growing needs of valves at Airtech Vacuum Inc., US Valve is a manufacturer of elastomer hinge check valves, dual disc check valves and medical ball valves sold through the US Valve and Techno Check Valves brands. We are best known for having the lowest pressure drop designs available. USV is ISO 9001:2015 certified.

USV’s vision is to empower our employees to recognize and drive actions on opportunities, take calculated risks, and make data-driven decisions to double our revenue in 5 years. We will achieve this by developing our talent, delivering novel solutions, and solving unique customer challenges.”

POSITION SUMMARY

The Customer Experience Specialist should be a subject matter expert on the company’s Order-to-Cash process within our ERP system and Customer Relationship Management system (CRM), if applicable. The position will be responsible and accountable to our top customers to ensure we are accurate and timely with order processing/acknowledgement, urgently responsive to customer inquiries, shipment status, customer complexities/complaints, Return Material Authorization (RMA) processing, etc. The objective of the role and department is to provide our reoccurring customers with a great experience and ensure we are easy to do business with.

This role will be highly collaborative with sales, production, logistics, finance, and engineering.

ESSENTIAL DUTIES AND RESPONSIBILITIES

_To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._

+ Develop subject matter expertise of company’s Order-to-Cash process in the ERP system defined as order entry, sales orders, and understand the flow of work orders, pick sheets, shipping, along with invoicing processes.

+ Owns Customer Experience function from beginning to end delivering an overall pleasant interaction including:

+ Key 80s account customer order entry, order acknowledgement, and assist with 20s accounts.

+ Key 80s account customer quotations for validated part numbers plus assists on other 20s quote requests as needed.

+ Key 80s account customer order status, shipment updates/tracking, and issues.

+ Key 80s account customer inquiries, complaints, RMA processing.

+ Owns and acts as an liaison for our customers being their internal advocate and escalating major customer changes/challenges to leadership while maintaining a company perspective.

+ Collects appropriate customer data for valid company decisions on order cancellations, returns, changes, and other related matters.

+ Assists with customer forecasting/planning functions to be proactive in meeting customer requirements. Interacts/Coordinates with inside and outside sales, production, engineering, logistics, and leadership to stay current on customer accounts, production, shipping status, and order fulfillment status to ensure smooth order processing.

+ Actively participates in cross functional meetings to represent the customer and provide their input/feedback.

+ Performs customer PO review for corrections with price, terms, export compliance, and escalates where required.

+ Enters new product item requests where needed to support system order function.

+ Collaborates with Inside & Outside Sales to provide internal customer account support, as necessary.

+ Provides phone support for incoming calls.

+ Supports customer account management, maintenance and records.

+ Always curious in continuing to develop knowledge of our products and services.

+ Assists with inventory management.

+ Other duties as necessary

**QUALIFICATIONS:** _To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._

+ Excellent written and oral communication skills; ability to communicate with empathy and detail

+ Ability to convey a collaborative and positive attitude, even when interacting with difficult situations/customers

+ Strong organizational and time management skills, and ability to prioritize

+ Must have exceptional attention to detail

+ Self-starter with a strong sense of urgency and follow up skills

+ Ability to develop structured processes

+ Ability to navigate and collaborate across functions to problem solve topics for customers

+ Works effectively in a team environment; both with internal and external stakeholders

+ Consistently operates at the highest level of integrity and is never willing to compromise with regards to ethical standards

EDUCATION and/or EXPERIENCE

+ 2- or 4-year college degree preferred

+ 5+ years of work experience in customer service/support roles required

+ Highly proficient in MS Office Applications; especially Outlook, Excel, and Word

+ Highly proficient in ERP and CRM systems (JD Edwards / Oracle experience a plus)

**PHYSICAL DEMANDS:** _The physical demands described here are represented of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._

+ While performing duties of the job, employee is required to move around and be still; use hands to handle objects, tools, or controls; reach with hands and arms; talk and hear.

+ Employee will occasionally lift average of 30 lbs.

+ Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:** **The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

+ Office working environment with occasional visits to the factory floor.

+ Required to wear safety glasses and utilize other safety equipment as required while present on the shop floor.

+ Noise level is minimal with intervals of spikes.

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

Total Rewards

The compensation range for this position is $58,200.00 - $87,200.00, depending on experience. This position may be eligible for performance based bonus plan.

Benefits Package

Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: https://www.idexcorp.com/careers/our-benefit-and-rewards/

**IDEX is an Equal Opportunity Employer** . IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.

**Attention Applicants:** If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at [email protected] for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.

**Job Family:** Sales

**Business Unit:** Airtech